First, the front desk 1 work etiquette. Reservation etiquette (1) defines the nature of the guests. The first direct contact between guests and the hotel is at the reception desk. Guests coming to the hotel can be divided into reservation groups, individual bookings and individual bookings. Defining the nature of the guests is beneficial to the pre-registration of the hotel. For reserved guests, the hotel can allocate rooms, set prices and prepare registration forms in advance. It is impossible to do this for sporadic individual travelers who do not make an appointment, because the hotel cannot know the needs, arrival time and personal information of the guests in advance. Therefore, the check-in registration process plays a role in collecting information, and housing allocation and pricing cannot be realized without complete information. (2) Polite attitude: Polite, enthusiastic and thoughtful. (3) Booker's quotation must first explain the reasonable tax rate; Secondly, explain the cost of some additional services or pleasant environment; Third, it is necessary to verify whether the hotel has the shortest stay time, and if so, whether it will affect the time requirements of the guests; Fourth, it is necessary to verify whether the hotel has any special sales advertising activities that affect the guest's stay time; Fifth, we should explain the reasonable exchange rate of foreign exchange. (4) After filling in the reservation registration form for accepting or rejecting the reservation, the reservation clerk can compare the reservation requirements with the available rooms on the day when the reservation arrives and decide whether to accept the guest's reservation. If the reservation is accepted, the reservation clerk will confirm the reservation. If you refuse to make a reservation, you should treat the guests with friendliness, regret and understanding. First address the guest by his last name, and then tell him that the room is fully booked and can't be arranged, in order to win the understanding of the guest. After understanding, guests will suggest making some changes in the next reservation according to different situations, such as the type, date and quantity of the room. Even if you can't meet the initial reservation requirements of the guests, you will eventually satisfy the guests. (5) Confirm the reservation, and confirm after accepting the reservation. Through confirmation, on the one hand, the hotel further clarifies the guest's reservation requirements; On the other hand, it also enables the hotel to reach an agreement with the guests. (6) After the modified reservation is accepted or confirmed, the guest may modify the reservation contents many times before arriving at the hotel, such as the arrival or departure time of the hotel, the number of rooms, the number of people, the name of the tenant, the reservation type, etc., or even cancel the reservation completely. Whenever changes are needed, it is necessary to fill in the change form and make corresponding changes to the reservation registration to maintain its correctness. (7) Cancel the reservation. We must be very careful when canceling the reservation, because if we miscalculate the account of the cancelled guest, the hotel will be in a passive position and will also make the guest feel dissatisfied. (8) Booking error ① Record error. It is impolite to include incorrect arrival or departure dates, or to misspell or reverse the guest's name. In this case, you should apologize immediately. ② One-time record. After obtaining some information records from the guest reservation form, the reservation clerk should repeat them to the guest. (9) When answering the phone, the correct tone should be friendly, cordial and pleasant. Most of the calls received by the reservation department are asking about the service items and room rates of the hotel first. Bookers should answer patiently and seize the opportunity to sell to guests. When you quote a house price, you should quote a luxurious current price first, and then a lower ordinary house price. When the guest expresses his willingness to accept, he can further ask the guest's requirements and fill in the order. 2. Check-in Etiquette (1) Upon arrival at the store, check-in guests should go through the house registration formalities to ensure the efficiency of the front desk and satisfy the guests. The design of the registration form must be simple, scientific and reasonable. (2) shorten the time. The front desk should contact and coordinate with the housekeeping department to ensure the rapid and agile distribution of guests, and avoid imperfect communication between departments and too long guest registration time. Generally speaking, the front desk staff should quickly check in and assign rooms for the guests, and the time spent is limited to 2 minutes. (3) Proficient in business should be able to operate the equipment and computers in the telephone switchboard room. In addition to their own work, but also to deal with some unexpected situations, that is, the special requirements of guests, to provide assistance and services. In addition, some suspicious people and abnormal events must be reported to the supervisor in time. (4) Have a strong sense of responsibility. Employees are required to check room allocation, guest arrival and checkout after each work to see if everything is correct and completely normal. (5) Information communication In the information communication of check-in control, the housekeeping staff must inform the front desk of the rooms that can be rented in time, and the front desk staff can rent the rooms to the guests. If the hotel room is not rented out in time, its value cannot be stored and the loss cannot be compensated. (6) Check the room conditions. The front desk must determine and check whether the guest's room conditions meet the guest's needs. Such as the category, grade and price of the room. (7) It is convenient for guests to give their room keys, usually together with the hotel map. (8) Make the guests satisfied. As long as the hotel staff follow the prescribed service procedures and service standards, there is no doubt that the guests will be satisfied, and they will feel comfortable, convenient and happy from the time they enter the hotel to the time they check in. (9) Update the information, quickly update the information of guest moving out and changing rooms, and keep the latest records of guest rooms and guest accommodation. Check the guest room status and the accuracy of the guest accommodation between the actual rooms, so as to correct the mistakes in the hotel guest bill and ensure that all the rooms available for rent have been rented. (10) and